I sometimes find myself sitting on the fence between ‘customer’ and ‘technical support’. It was not that long ago I was an IT manager for a reasonable size high school here in Melbourne, Australia. One thing that was always on my mind was the quality and timeliness of support available from software and hardware vendors. It was no good getting fast support that didn’t resolve my issue and nor was it useful having accurate support that took 5 working days to get back to me. Good quality support is important!

Typically support ticketing at PaperCut has been managed by various different systems depending on the mode of contact (email, live web chat, or phone). We’ve grown rapidly over the past few years and now have tens-of-thousands of customers and hundreds of support emails a day. Our primary support system was a home grown set of Python scripts married with our mail system (exim). It’s served us well but we collectively decided it was time to look around…
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